Job Vacancy : MTN Cameroon - Mobile Telecommunication Networks : Senior Manager - Customer Omni Channels Operations - Douala

Senior Manager - Customer Omni Channels Operations.Customer Experience and Services
Douala, Littoral, Cameroon (On-site)
TRENDING
JOB DESCRIPTION
Education / Business Degree:

Minimum of 4 years tertiary qualification in Digital Marketing / Business Administration /Management of Information Systems / Sales Management/e-Commerce
Master / MBA advantageous
Fluent in English and French preferable
Training:

Billing Operations
eTom Standards & Practices
Business Process Management
e-Commerce Management
Social CRM / Digital Care
Customer Experience
Customer Service Management
Data Driven Decision Management
FLIGHT Program
Customer Relationship Management
Business Risk/fraud
Contact center
MIS/System and Data Analytics   
MTN P10 – Closed Loop feedback
Financial modelling in Excel
LEAP_ Leading Change
A.P.E (Performance Mgt)
Line Manager Effectiveness
Coaching and Mentoring
REACH   
COS programs
Harvard Leading Teams
Work Experience :

Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree is a plus.
Proven experience (5-7 years) in customer experience management, customer support, or a related role, preferably in the Telco industry.
Strong understanding of omni-channel support strategies and technologies.
Excellent leadership and team management skills.
Analytical mindset with the ability to leverage data for decision-making and performance monitoring.
Strong communication and interpersonal skills to collaborate effectively with cross-functional teams.
Results-oriented and able to drive initiatives to completion within established timelines.
Up-to-date knowledge of industry trends, best practices, and emerging technologies in customer experience and omni-channel support.
Knowledge:

Knowledge in Customer Service / Customer Experience Management
Knowledge in Omni-channel customer care operations
Knowledge of Total Quality Management
Skills:

Strategy Implementers
Decisive Problem Solver
Best Practice Value Creator
Guiding People Manager
Relationship Builder
Results Achiever
Operationally Astute
Strong/confident verbal and written communicator with effective conflict management skills
Strong situational leadership skills
Behavioral Qualities:

Culture and Change Champion
Empower people
Improve processes
Develop people
Market awareness
Collaboration
Ability to navigate and influence, as well as build relationships across various functional groups (internally and externally)
Ability to sell ideas, concepts and programs to internal senior management and customers
Strong strategic and financial acumen, with an ability to understand the short and long term implications of company and customer financials is required
Ability to produce quality results within tight timeframes and manage multiple projects
Ability to plan, direct and coordinate the activities of a complex, diversified customer billing organization.
Must be hands on and enjoy working in a highly creative environment
RESPONSIBILITIES
Strategy Development and Implementation

Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client state of the art experience (internal and external)
Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
Create robust strategies to transform the customer experience and service organization while delivering on shareholder value based upon financial, operational, statistical and strategic analysis
Evaluate current and future business & technology trends across customer service functions to identify potential opportunity for MTN and how MTN can uniquely address developing consumer and enterprise needs from traditional to digital while driving down contact rate and driving up Net Promoter Score
Maintain business landscape knowledge and analysis of other businesses and industries to provide solid foundational context for critical strategic initiatives which may include potential alliances and partnerships
Define strategy, customer need, competitive overview, return on investment, market forecasting, business and functional requirements, technical and platform requirements, business case and strategy roadmaps
Monitor both direct and indirect competitive forces for insights into developing strategies of competitors in regards to Customer Service & Experience
Ensure the development and execution of the MTN Cameroon Customer Service 3-5 year plan with immediate focus on Business Transformation, Queue strategy, and Customer Touch Points Rationalization
 

Staff Leadership and Management

Source, induct, and manage talent in accordance with legislative guidelines
Ensure open communication channels with staff and implement change management interventions where necessary
Provide definition of roles, responsibilities, individual goals and performance objectives for the team
Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
Develop and implement a training plan in order to build and develop skills within the team
Performance manage resources in accordance with HR policy and legislation where necessary
Actively participate in leadership team and develop skills of own team
Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
Coach and mentor direct reports; identify staff training and development needs and implement necessary actions.
Ensure skill transfer for staff development, motivation and business continuity
Ensure the team is led, motivated and rewarded to achieve high performance areas
Guide and direct suppliers and third parties in achieving Customer Services objectives.
Manage team (including recruitment, on-boarding, attrition)
Set goals and objectives for direct reports and monitor progress.
Set up an appropriate structure to meet Customer Services objectives.
Provide an advisory function on governance and best practices in client experience
QUALIFICATIONS
Operational Delivery

 

Key Responsibilities:

1. Omni-channel Strategy Development: Collaborate with the General Manager to define and implement the omni-channel support strategy aligned with the overall customer experience goals and business objectives. Identify opportunities to leverage technology and automation for improved customer interactions.

2. Team Leadership: Manage and lead a team of omni-channel support professionals, providing guidance, coaching, and support. Foster a positive and collaborative work environment, promoting a customer-centric culture and ensuring high levels of employee engagement and performance.

3. Channel Integration and Optimization: Develop and maintain a comprehensive understanding of all customer touchpoints, including phone, email, chat, social media, self-service portals, and other emerging channels. Continuously identify opportunities to integrate channels, streamline processes, and optimize resources to enhance the customer experience.

4. Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to evaluate the effectiveness of omni-channel support initiatives. Monitor performance against established benchmarks, analyze data, and generate reports to identify trends, areas for improvement, and opportunities for innovation.

5. Cross-functional Collaboration: Collaborate with other departments, such as Marketing, Sales, EBU, FINTECH, and TECH, to ensure alignment and integration of customer experience initiatives across the organization. Work closely with the TECH department to implement and maintain the necessary technology infrastructure and tools for omni-channel support.

6. Customer Insights and Feedback: Utilize customer feedback, surveys, and other sources of customer insights to identify pain points, preferences, and opportunities for improvement. Translate customer insights into actionable strategies and initiatives that drive continuous improvement in the omni-channel support experience.

7. Training and Development: Develop and deliver training programs for customer support teams to ensure they possess the necessary skills and knowledge to deliver exceptional omni-channel support. Stay updated on industry trends, best practices, and emerging technologies related to customer experience and omni-channel support.

Operations Focus

Develop and execute the strategic development and implementation of Omni channel Customer Service and digital experiences for non-traditional customer touch points (Dedicated Premium Team, Call Center, Social Media, Self-Services, Web Online Support, Email and other touch points)
Maintain alignment with the brand strategy through insight analysis, deep customer understanding, and designing new digital customer service experiences.
Integrate Customer Experience target strategies, tactics, and capabilities across different digital service touch points and B2B targets.
Lead the ongoing evolution of the customer journey and experience at all digital service touch points.
Influence the definition and development of new/existing experiences across all moments of truth along the Customer Service journey.
Implement initiatives for improvement across all service touch points of the customer journey for touch points in scope.
Accountable for the strategy design and development of MTN Cameroon Premier Customer Services to deliver exceptional customer experience for high value customers in alignment with Premium Segments strategies.
Lead the design, review and implementation of the Premium Services delivery model for B2C and B2B, including the multichannel service model, and  integrated channel customer experience and supporting customer care processes, to ensure delivery of  the business targets.
Develop the operational strategy and plan to optimize Premier Customer Services across MTN Cameroon and to drive retention and loyalty from the Company’s High-Value customers.
Strengthen Client Relationship Management for all Premium Customers.
Monitor operational and financial performance for Premium Care activities against business targets and provide improvement recommendations.
Lead service delivery to MTN customers through inbound/outbound calls, on-line inquires administrative functions and written communications.
Monitor the performance of managed service partner as per the Service Level Agreement for Call Center operations.
Collaborate with total quality team who perform call monitoring, call calibration with a focus on continuous improvement.
Maintains and develops operational statistics, financial information and results reporting.
Provide technical guidance to EBU/MKT/MFS on the development of outbound call campaign to support business objectives and targets.
Support the implementation of MTNC customer experience strategic initiatives within areas of responsibilities in order to drive NPS improvement for touch points in scope.
Lead service delivery for customer support through social media channels (Facebook, WhatsApp, twitter, instagram and others…).
Collaborate with Marketing and EBU to develop detailed Digital/campaign business requirements for customer education, lead generation, acquisition, and retention programs across all CRM/Digital channels as per business targets.
Develop the operational strategy and plan to influence and optimize usage of self-services/assisted-services  as well as alternative service channels in order to reduce contact rate at core touch points ( Call Center, Service Center) and optimize costs to serve.
Drive business requirements for internal standards related to platforms and software for digital/self-services/social analytics and web/mobile/social development/management.
ABOUT US
MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa.

With more than 17510 professionals, working in over 20 countries around the world.

MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.
ABOUT THE TEAM
The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

Key roles that the Human Resources team performs:

Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
APPLY NOW
JOB INFO
Job Identification
3782
Job Category
MTN Level 3H

Apply Before
01/05/2024, 11:59 PM
Degree Level
High School Graduate
Job Schedule
Full time
Locations
 MTN Cameroon (On-site)

All applications must be submitted ONLINE at : https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/requisitions?location=Cameroon&locationId=300000000273784&locationLevel=country